Policies

Gifts, benefits and hospitality

Our employees are driven by our Code of Conduct and ISO 19011 Guidelines for auditing management systems. Our employees are not entitled to accept or request payments, gifts or any rewards given that will impact the investigation and certification process.

Feedback, complaints and appeals

Feedback process

We greatly value all feedback to ensure we know what is working and what is not. Constructive criticism is a crucial source of feedback as it allows our business to continually improve and grow. All issues will be acknowledged and dealt with in a serious matter whether it is big or small, all complaints remain anonymous. If you have any concerns or issues please contact our office and we will be happy to address the matter further. Please see below for our best contact details.

[email protected]
02 9412 2110
Level 13, 465 Victoria Ave
Chatswood NSW 2067

Complaints handling and resolution process

• Each concern will be addressed and we will aim to amend the issue in a respectful manner as quickly as possible.
• If we cannot resolve the issue instantly, we will further explore the situation and research will be conducted to establish the facts around the concern and we will recognise options to resolve the complaint
• Once the complaint has been lodged we will keep you informed about the progress of the complaint and provide the final outcome.
• If our response to your complaint is not to your satisfaction, we may conduct an internal review of the outcome.
• All complaints are treated confidentially.
• Submission, investigation and decision on complaints shall not result in any retribution or discriminatory actions against the complainant.

All complaints and feedback correspondence will be reviewed by our Chief Executive Director.

Appeals

• Community Audits Australia Clients are eligible to appeal any audit or nomination decision made by Community Audits Australia. All petitions must be written and provided within seven working days from the communication of the certification decision.
• Appeals should include all crucial information to be considered. Community Audits Australia Board and Chief Executive Officer will review all appeals.
• Each appeal is dealt with fairly and is completely non bias. Action fairness is applied when addressing issues.
• All appeals are treated anonymously.
• Once the complaint has been lodged we will keep you informed about the progress of the complaint and provide the final outcome.
• Community Audits Australia will not acknowledge any claims for reimbursement of costs, losses, damages resulting from the appeals process.

Statement of impartiality

We recognise the importance of consistency and equality in our certification process and we take all crucial steps to eliminate any conflicts of interest which may discriminate or compromise our neutrality.

Confidentiality

We are fully accountable for all information given, obtained or constructed during the production of any certification journey. All information provided to us is secure and addressed confidentially. Consequently, if this information is demanded by law or statutory agreement the information will be released.

General conditions

Community Audits Australia clients are required to comply with all essential steps of the significant certification standards and the outlined requirements in our Client Service Agreement. The client will need to inform CAA of any changes to their organisation that could potentially affect the quality of the overall product or service. All clients must comply when notified of any changes to Community Audits Australia Services and apply all changes in an efficient matter.

Reduction of scope

Breadth of certification will be decreased to remove the components not matching the requirements if the client has considerably or continuously failed to meet certification requirements. The contraction will be in line with the obligations of the standard used for certification.

Certification mark

Community Audits Australia Certification Marks:

• Can only be utilised when the management system is continually maintained, and the registration is valid
• Can only be used in affiliation with your organisation’s name or logo on stationery, literature or public material
• Cannot be used on an item or affixed in any way that may be interpreted as denoting product certification or conformity.

Certification transfer

Community Audits Australia acknowledges the client’s right to appoint a certification body without being extremely or unfairly constrained.

Investment

Fees are laid out in your quote. As costs are based on the rate that is correct at the time of submitting a quotation, we reserve the right to change charges during the certification time frame. Clients will be communicated with about any changes in fees if different to the quote provided. Further fees apply for any additional work that is not agreed upon in the initial quotation. These could include unplanned audits or further communication required due to the identification of products not conforming or complying to the Management System or Certification program.

Suspension and cancellation of certification

The Licensee is eligible to void their Agreement at any given time by a written notice to Community Audits Australia Pty Ltd at least two (2) months before the due date of their next audit as per audit schedule. Inability to meet this requirement may result in a chargeable fee.

If unable to uphold any of the requirements addressed in our Terms and Conditions of Certification and failure to resolve the breach in accompaniment with any written directive from Community Audits Australia, could lead to immediate suspension of this License and lead to termination of the agreement. Community Audits Australia will recover the suspended certification in a case where the issue that resulted in the suspension has been resolved.

When suspension of the License occurs, the Licensee must immediately stop using the Trademark/s, until further notice or if the use is reopened due to issue being resolved. This authorisation of resolvement would be in writing by Community Audits Australia Pty Ltd.

If this Agreement is terminated either by the Licensee or Community Audits Australia Pty Ltd, the Licensee must immediately stop using the Trademark/s and return to Community Audits Pty Ltd any Trademark/s or other Trademark/s artwork previously supplied by Community Audits Australia.

For further information please contact Community Audits Australia

[email protected]
02 9412 2110
Level 13, 465 Victoria Ave
Chatswood NSW 2067